Ankur Kumar Aman

Ankur Kumar Aman Experienced Team Captain looking for a better opportunity. Having Team Captain Building, and Team Leadership. Contact Work History Address Gurgaon, HR, 122102 Phone- knowledge of complete operations including Customer service, Vendor Management, Price negotiation, Strategic Planning, and Purchase management with a demonstrated history of working in the E-commerce industry. Skilled in Hands-on Training, E-commerce, Communication, Customer Relationship Management (CRM), Team 2017-08 - Team Captain Current noon, Gurgaon, Haryana Customer Service Team Captain: NowNow App Apr 2021 - Present E-mail Managing the online chat support team (13 agents) ankurkumaraman88@gmail. - (India, Sri Lanka) for the start-up project "NowNow com App" for groceries, pharmacies, specialty stores, and LinkedIn pet supplies. www.linkedin.com/in/ankur- Taking care of core escalations. kumar-aman- Directly reporting to AM - Customer Service. Maintaining shift adherence and breaks. Preparing Skills Team Building Team Leadership Strategic Planning Customer Service E-commerce Customer Engagement roster, sharing APR reports, managing Day offs and leaves. Managing shrinkage. Achieving Quality, CSAT, and Productivity targets set for team. Minimizing chat drop. Real-time support for all queries/concerns. Keeping the team updated for any changes in the process or promotions/offers. Training new employees. Auditing random chats and share feedback with champs. Arranging Team feedback calls and briefing calls. Customer Service Team Captain: noon Vendor Management Sep 2020 - Apr 2021 CRM Managing the email support team (32 agents) - Business Strategy Reporting to TL - Customer Service. Microsoft Excel MS Outlook MS Powerpoint (India, Sri Lanka) for noon.com. Handling the day-to-day operations. Maintaining shift adherence and breaks. Achieving FRT, CSAT, and Productivity targets set for the team. Real-time support for all queries/concerns. MS Word Keeping the team updated for any changes in the process or promotions/offers. Zendesk Taking feedback sessions and refresher training. Senior Customer Service Executive: noon Purchase Order Jul 2020 – Sep 2020 Price negotiation Reporting to TL - Customer Service. Processing emails. Purchase management Resolving complaints and requests on customer Team Management orders. Handling escalations and VIP customers' accounts. Communication Managing training for the newly hired employees. Email Customer Service Executive: noon Aug 2017 – Jul 2020 Chat Reporting to TL - Customer Service. Planning and Coordination Handling chats and emails. Resolving complaints and requests on customer Training & Development orders. Handling escalations. Written Communication Organization and Time 2016-08 - Relationship Manager management 2017-07 Wrist-Band.Com, Gurgaon, Haryana Handling B2B and B2C processes. Team Lead Processing emails. MS Office Processing Purchase Orders, Vendor Negotiation, Purchase management. Good telephone etiquette Sending price quotes, Leads follow-up, processing card payment, and payment collection. Teamwork Handling Internal system to manage order flow. Computer skills Communicating with China factories and suppliers. Registering complaints with DHL, FedEx for logistics Good listening skills delays. Analytical skills Resolving complaints and revisions on customer orders. Interpersonal Communication 2013-06 - Customer Care Executive 2014-01 LeasePlan, Gurgaon, Haryana Languages Handling Inbound/Outbound calls, Emails. Booking vehicles for servicing and other repairs. English, Hindi Processing Insurance-related claims. Checking timely refund of pending bills- Customer Service Associate Serco, Gurgaon, Haryana Handling the queries, complaints, and placing orders for McDonald's customers. Inbound calling process. Managed over 90 calls per day. Education- Bachelor of Science: Information Technology Kuvempu University - Shimoga, Karnataka